Manager - Customer Engineering (SSY)

As a member of the World Class Customer Engineering team, which has won the prestigious Stevie Award for nine consecutive years, this position helps drive customer satisfaction and supports DataCore's SAN Symphony software solution, ensuring alignment between the technical solutions and the business needs. This team member will be part of a culture that inspires technical experimentation and empowers our teams to make sound technical and architectural decisions. The successful team member will be part of a front-facing team from DataCore and be able to gracefully balance schedule needs with creative imperatives, pushing for quality and innovation.

We operate in agile development environments and are transforming Customer Engineering to embrace agility. You will have an opportunity to make a difference and grow your skills and experience.

Ihre Aufgaben

Provides the following services to partners and end-user customers

• Direct/Manage/Supervise the technical product support team responsible for resolving basic to complex technical product-related issues for customers via inbound/escalated calls, email, chat, etc.

• Establish departmental goals and implement processes regarding quality, productivity, and issue resolution

• Monitor team performance to achieve maximum client satisfaction levels

• Provide Escalation Management for Customer Issues.

• Establish and continually improve procedures for incident management.

• Establish training and mentoring of team members on technical product knowledge, organization's policies, and product support and resolution techniques.

• Responsible for hiring, firing, performance appraisals, and pay reviews.

• Close liaison with other departments representing Customer Support.

• Remains current on all DataCore products and sub-products

• Performs testing on engineering releases and determines suitability for customer shipment and problem resolution

• Works closely with the Product Development Team to provide input on open issues

• Works with customers on both short and long-term issues, including those at the engineering level

• Learns and displays how products would add value to the business

• Evangelizes the value proposition of the DataCore Software stack to broad audiences

Ihr Profil

• Broad knowledge of the field with proven management skills.

• Excellent written, verbal and presentation skills

• Storage Industry knowledge advantageous

• Highly interested in leading technologies

• Experience with Windows 2019, 2016, and UNIX or other operating systems

• Familiarity with IT practices in a data center

• Networking experience (LAN, WAN, VLAN, DNS, QOS, etc.)

• Excellent customer service and communication and interpersonal skills both oral and written

• Create, roll out & enforce standard engineering principles and practices

• Creative approach to problem-solving,

• Bachelor's degree in engineering or related field

• 8-12 years of industry experience (Windows/Networking/Storage)

• 2+ years of management responsibility

• NFS, the UNIX remote file sharing protocol

• CIFS, the Windows NT remote file sharing protocol

• SAN connectivity methodologies for storage systems

• TCP/IP and Networking

• RAID

• Storage concepts and infrastructure

• NAS concepts and infrastructure

• Database principle, query building

• Familiarity with monitoring protocols

• Windows and Linux Operating Systems

• Virtual infrastructure

• Remote authentication methodology and data collection on remote systems

• SAN connectivity methodologies for storage systems